Contents
INTRODUCTION: HOW TO USE THIS BOOK
Why Is Developing Customer Service Skills Important?
Half-Day Workshop: Service Behaviors That Matter
One-Day Workshop: From the Customer’s Perspective
Two-Day Workshop: A Total Approach to Service
How Much Time Will Preparation Take?
What Do I Need to Know About Training?
What Are the Important Features of the Book?
1 HALF-DAY CUSTOMER SERVICE WORKSHOP: SERVICE BEHAVIORS THAT MATTER
Half-Day Workshop Objectives: Service Behaviors That Matter
A Word About Presentation Slides and Handouts
2 ONE-DAY CUSTOMER SERVICE WORKSHOP: FROM THE CUSTOMER’S PERSPECTIVE
One-Day Workshop Objectives: From the Customer’s Perspective
A Word About Presentation Slides and Handouts
3 TWO-DAY CUSTOMER SERVICE WORKSHOP: A TOTAL APPROACH TO SERVICE
Two-Day Workshop Objectives: A Total Approach to Service
A Word About Presentation Slides and Handouts
Two-Day Workshop Agenda: Day One
What to Do Between Workshop Days
Two-Day Workshop Agenda: Day Two
4 CUSTOMIZING THE CUSTOMER SERVICE WORKSHOPS
Customizing the Content and Activities
Step Three: Integrate the Organization’s Service Standards
Customizing the Workshop Format
Customizing the Workshop Delivery with Technology
SECTION II: ESSENTIALS OF EFFECTIVE CUSTOMER SERVICE TRAINING
5 IDENTIFYING NEEDS FOR CUSTOMER SERVICE TRAINING
Individual Learning Needs Analysis
6 UNDERSTANDING THE FOUNDATIONS OF TRAINING DESIGN
More Theoretical Ideas Important to Learning
7 LEVERAGING TECHNOLOGY TO MAXIMIZE AND SUPPORT DESIGN AND DELIVERY
Why Consider Learning Technologies?
Opportunities to Use Learning Technologies
While Building a Practitioner Community
8 DELIVERING YOUR CUSTOMER SERVICE WORKSHOP: BE A GREAT FACILITATOR
Toys, Noisemakers, and Other Props
Facilitator Equipment and Materials
A Strong Start: Introductions, Icebreakers, and Openers
Training Room and Participant Management
A Word About Dealing With Difficult Participants
Level 1: Measuring Participant Reactions
Level 2: Measuring the Extent to Which Participants Have Learned
Level 3: Measuring the Results of Training Back on the Job
Level 4: Measuring the Organizational Impact of Training
SECTION III: POST-WORKSHOP LEARNING
Involve Managers in the Transfer of Learning
Connect Service Standards to Organizational Metrics
Focus on Personal Action Planning
Continue to Offer Learning Opportunities
Create an Open and Encouraging Environment for Quality Customer Service
SECTION IV: WORKSHOP SUPPORTING DOCUMENTS AND ONLINE SUPPORT
Learning Activities Included in Customer Service Training
Half-Day Workshop: Service Behaviors That Matter
One-Day Workshop: From the Customer’s Perspective
Two-Day Workshop: A Total Approach to Service
Assessments Included in Customer Service Training
Handouts Included in Customer Service Training
Half-Day Workshop: Service Behaviors That Matter
One-Day Workshop: From the Customer’s Perspective
Two-Day Workshop: A Total Approach to Service